BSOD inserting blank media in optical drives SRTSP.SYS issue in minidump

Hi there,

Hope someone can help me with this issue. Based on some google searches it seems the driver file SRTSP.SYS is causing my issue where loading any type of blank media to burn (CDR/RW, DVDR/RW, DVDRDL, etc) causes a BSOD error. Since SRTSP.SYS is connected with Norton/Symantec product, I've tested by uninstalling the Norton suite (thus removing SRTSP.SYS) and the issue seems to go away. However, I don't want to have an unprotected system so would like to keep Norton if possible.

Can someone review the minidump info below and provide any ideas/recommendations on what I can do to "fix" this issue and keep Norton? Or at least steer me in the right direction to find out what the issue is?

Thanks!

================================
Microsoft (R) Windows Debugger Version 6.9.0003.113 X86
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\WINDOWS\Minidump\Mini090708-01.dmp]
Mini Kernel Dump File: Only registers and stack trace are available

Symbol search path is: SRV*DownstreamStore*http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows XP Kernel Version 2600 (Service Pack 2) MP (2 procs) Free x86 compatible
Product: WinNt, suite: TerminalServer SingleUserTS
Built by: 2600.xpsp_sp2_gdr.070227-2254
Kernel base = 0x804d7000 PsLoadedModuleList = 0x8055c700
Debug session time: Sun Sep 7 08:25:25.545 2008 (GMT-7)
System Uptime: 0 days 13:51:01.746
Loading Kernel Symbols
....................................................................................................................................................................
Loading User Symbols
Loading unloaded module list
..........................
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 1000008E, {c0000005, 806e494f, a04ac098, 0}

*** WARNING: Unable to verify timestamp for SRTSP.SYS
*** ERROR: Module load completed but symbols could not be loaded for SRTSP.SYS
Probably caused by : SRTSP.SYS ( SRTSP+15e69 )

Followup: MachineOwner
---------

1: kd> !analyze -v
*******************************************************************************
* *
* Bugcheck Analysis *
* *
*******************************************************************************

KERNEL_MODE_EXCEPTION_NOT_HANDLED_M (1000008e)
This is a very common bugcheck. Usually the exception address pinpoints
the driver/function that caused the problem. Always note this address
as well as the link date of the driver/image that contains this address.
Some common problems are exception code 0x80000003. This means a hard
coded breakpoint or assertion was hit, but this system was booted
/NODEBUG. This is not supposed to happen as developers should never have
hardcoded breakpoints in retail code, but ...
If this happens, make sure a debugger gets connected, and the
system is booted /DEBUG. This will let us see why this breakpoint is
happening.
Arguments:
Arg1: c0000005, The exception code that was not handled
Arg2: 806e494f, The address that the exception occurred at
Arg3: a04ac098, Trap Frame
Arg4: 00000000

Debugging Details:
------------------


EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - The instruction at "0x%08lx" referenced memory at "0x%08lx ". The memory could not be "%s ".

FAULTING_IP:
hal!ExAcquireFastMutex+f
806e494f f0ff09 lock dec dword ptr [ecx]

TRAP_FRAME: a04ac098 -- (.trap 0xffffffffa04ac098)
ErrCode = 00000002
eax=00000000 ebx=a04ac1d0 ecx=00000001 edx=8a5a7230 esi=86e2e7e8 edi=889fd400
eip=806e494f esp=a04ac10c ebp=a04ac11c iopl=0 nv up ei pl nz ac po cy
cs=0008 ss=0010 ds=0023 es=0023 fs=0030 gs=0000 efl=00010213
hal!ExAcquireFastMutex+0xf:
806e494f f0ff09 lock dec dword ptr [ecx] ds:0023:00000001=????????
Resetting default scope

CUSTOMER_CRASH_COUNT: 1

DEFAULT_BUCKET_ID: DRIVER_FAULT

BUGCHECK_STR: 0x8E

PROCESS_NAME: System

LAST_CONTROL_TRANSFER: from 804ed664 to 806e494f

STACK_TEXT:
a04ac108 804ed664 889fd400 00000000 a04ac1d0 hal!ExAcquireFastMutex+0xf
a04ac11c ba5c3bf8 86e2e7e8 86ea0ab0 00000000 nt!FsRtlLookupPerStreamContextInternal+0x14
a04ac180 ba5d49bd 86ea0ab0 889fd400 00000000 fltMgr!FltpGetStreamListCtrl+0x5a
a04ac19c ba5c0b19 86ea0ab0 889fd400 86febee8 fltMgr!FltpCleanupStreamListCtrlForFileObjectClose+0x17
a04ac1b8 ba5c1059 a04ac1d0 889fd400 8a5a7230 fltMgr!FltpPassThrough+0x93
a04ac1e8 804ef095 86febee8 88279008 88279008 fltMgr!FltpDispatch+0x10d
a04ac1f8 8058286c 889fd3e8 00000000 00000000 nt!IopfCallDriver+0x31
a04ac230 805b9edd 009fd400 00000000 889fd3e8 nt!IopDeleteFile+0x132
a04ac24c 805259a6 889fd400 00000000 00001a34 nt!ObpRemoveObjectRoutine+0xdf
a04ac264 805badb3 88d79da0 e1001df0 872159a8 nt!ObfDereferenceObject+0x4c
a04ac27c 805bae49 e1001df0 889fd400 00001a34 nt!ObpCloseHandleTableEntry+0x155
a04ac2c4 805baf81 00001a34 00000000 00000000 nt!ObpCloseHandle+0x87
a04ac2d8 8054086c 80001a34 a04ac364 804ff459 nt!NtClose+0x1d
a04ac2d8 804ff459 80001a34 a04ac364 804ff459 nt!KiFastCallEntry+0xfc
a04ac354 ba5d61b5 80001a34 88e7e9b8 a04ac408 nt!ZwClose+0x11
a04ac364 a0359e69 80001a34 a04ac3c8 a04ac3d4 fltMgr!FltQueryVolumeInformation+0x39
WARNING: Stack unwind information not available. Following frames may be wrong.
a04ac408 a035faac e4ffe310 00000003 00000000 SRTSP+0x15e69
a04ac450 ba5ce59b a04ac46c 00000005 00000003 SRTSP+0x1baac
a04ac484 ba5ceb22 87983bb0 00000005 8054a968 fltMgr!FltpDoInstanceSetupNotification+0x4b
a04ac4e4 ba5ceead 87b73bb0 86ea0ab0 00000005 fltMgr!FltpInitInstance+0x272
a04ac554 ba5cefb8 87b73bb0 86ea0ab0 00000005 fltMgr!FltpCreateInstanceFromName+0x295
a04ac5bc ba5d5fde 87b73bb0 86ea0ab0 00000005 fltMgr!FltpEnumerateRegistryInstances+0xf4
a04ac60c ba5cd3ce 86ea0ab0 88e20880 86cf0378 fltMgr!FltpDoFilterNotificationForNewVolume+0xe4
a04ac640 804ef095 86febee8 86cf0368 86cf0368 fltMgr!FltpCreate+0x1f0
a04ac650 80581f6e 89b6d9a0 87c490ac a04ac7e8 nt!IopfCallDriver+0x31
a04ac730 805bddc0 89b6d9b8 00000000 87c49008 nt!IopParseDevice+0xa12
a04ac7a8 805ba448 00000000 a04ac7e8 00000040 nt!ObpLookupObjectName+0x53c
a04ac7fc 80574ec1 00000000 00000000 00008001 nt!ObOpenObjectByName+0xea
a04ac878 80575838 0117dd48 00100001 0117dd14 nt!IopCreateFile+0x407
a04ac8d4 80578ff7 0117dd48 00100001 0117dd14 nt!IoCreateFile+0x8e
a04ac914 8054086c 0117dd48 00100001 0117dd14 nt!NtOpenFile+0x27
a04ac914 7c90eb94 0117dd48 00100001 0117dd14 nt!KiFastCallEntry+0xfc
0117dd40 00000000 00000000 00000000 00000000 0x7c90eb94


STACK_COMMAND: kb

FOLLOWUP_IP:
SRTSP+15e69
a0359e69 ?? ???

SYMBOL_STACK_INDEX: 10

SYMBOL_NAME: SRTSP+15e69

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: SRTSP

IMAGE_NAME: SRTSP.SYS

DEBUG_FLR_IMAGE_TIMESTAMP: 4795780e

FAILURE_BUCKET_ID: 0x8E_SRTSP+15e69

BUCKET_ID: 0x8E_SRTSP+15e69

Followup: MachineOwner
---------

1: kd> lmvm SRTSP
start end module name
a0344000 a038d000 SRTSP T (no symbols)
Loaded symbol image file: SRTSP.SYS
Image path: SRTSP.SYS
Image name: SRTSP.SYS
Timestamp: Mon Jan 21 20:58:54 2008 (4795780E)
CheckSum: 00052C34
ImageSize: 00049000
Translations: 0000.04b0 0000.04e0 0

 

Can you configure Norton not to scan the DVD drive? (Blank disks are so harzardous ). Do a manual scan if you think a disk might be suspect.

You might want to uninstall and reinstall the burning program.

If you are uninstalling, try booting into safe mode and uninstalling there.

Ask Norton at their Support website?

I think there is a "complete" uninstaller for Norton, try searching at their website.

Matt

 

Can't find a way for Norton not to scan an optical drive and Symantec support was not help, they just keep asking me to uninstall and re-install, which doesn't fix the issue.

Can anyone tell me if the minidump from Windows can give ideas of how to fix this besides totally uninstalling Norton which would leave my computer unprotected?

 

Hi dvierra,

This is Mike from the Norton Authorized Support Team responding.

In regards to the BSOD you are receiving please post the exact error number on the screen. This will help to better identify the source of the problem.

One thing that may cause this issue is a corrupted driver that comes with the CD/DVD software that you use. I would advise you to uninstall and then reinstall the latest version of the software/drivers and see if this issue goes away.

Please also let me know which Norton product and version you are using.

Thank you,
Mike

 

Hi Mike,

The error Event ID# is 1003. Hope this helps.

I have updated to the most current version of the CD/DVD burning software, but still have the issue. Nero8 with InCD.... only change is sometimes instead of the BSOD, the system freezes up with InCD and "My Computer ", same net result, I can't access the optical drives.

Any other ideas?

Thanks.

 

Hi dvierra,

Thank you for providing the information I requested.

It appears that the issue you are having is related to the driver file or a possible infection. Have you updated Norton and run a Full System Scan to check for infections?

What Norton product and version do you have installed? If you are using Norton AntiVirus or Norton Internet Security (version 2006 - 2008) and have a valid subscription, then you are eligible for a free update to the new 2009 version of Norton AntiVirus or Norton internet Security which should fix this problem. Let me know and I can then provide you with the necessary information.

Thanks,

Mike

 

Hi Mike,

I just recently upgraded to NIS2008. It is up to date and there are no infections.

My version hasn't told me that there is a 2009 to upgrade to. Is it available on the Symantec site yet? I thought is was only a beta version.

Thanks.

 

Hi dvierra,

Since you have a valid subscription to Norton Internet Security you are eligible for the free upgrade to Norton Internet Security 2009, which was just released this week.

Please visit the Symantec Trialware download page and select the "Try now" link next to Norton Internet Security. NOTE: Your current product key will only work with Norton Internet Security 2009.

During the installation process you will be asked for your current product key to activate the product and your Norton account will be updated.

Let me know if you have any problems with the upgrade and also if the upgrade resolves the issue you are having with the SRTSP.SYS file, etc.

Thank you,
Mike

 

Hi Mike,

I used your Chat Support and got someone who remotely uninstalled 08 and installed 09. Unfortunately, it totally hosed my system. Once the system starts up and NIS09 loads, the entire system totally freezes up. I can't open anything. I'm in the process of recovering an image prior to the install so I can get back to NIS08 and use my system. Based on this experience, I don't want to go to 09 ever..... what else do you suggest? (Responding to this from another computer while the other one recovers)

Thanks.

 

It's good that Michael has stopped by [personal treatment ]

Look at InCD, do you use it? Do you format RW disks in the UDF format? If you don't format in UDF, uninstall the InCD part of the Nero program. It really only allows you to delete and overwrite files, whereas reformatting the disk after it has been served it's purpose I find not much more inconvenient. If you want to get away from using UDF format (InCD), but still have old disks in that format, you can get a UDF reader. A lot of us recommend to uninstall InCD if you don't need it.

Matt

 

Hi Mattman/Mike,

Now that I'm restored to an earlier system without Nero installed, I'm back to the SRTSP.SYS issue where blank discs cause BSOD. Mike, any other thoughts on how to "fix" this since going to NIS09 doesn't seem to be an option at this point based on how it totally locked up the system.....

Thanks.....

 

Hi dvierra,

I apologize that you have been through so much with this issue. In order to resolve this issue I would like to offer to you that we escalate this issue to our U.S based support staff. Please check your Private Message Inbox for instructions.

Thank you,
Mike

 

Hi Mike,

Thanks. I'll provide that info via the private message.